Urgent Requirement :: Salesforce Applications Support – Service Delivery Manager (L1 / End-User Support) :: NYC, NY (Onsite)

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Tushar Chauhan

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Mar 5, 2026, 10:29:26 AM (6 days ago) Mar 5
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Salesforce Applications Support – Service Delivery Manager (L1 / End-User Support)
NYC, NY onsite


Role Overview

We are seeking a Salesforce Service Delivery Manager to lead and run a global L1 Salesforce support organization serving business users across regions. This role is accountable for day-to-day end-user support, service quality, and operational excellence across a distributed onshore, nearshore, and offshore support model.

This is a people-first, execution-heavy role requiring strong experience in running high-volume Salesforce L1 support, driving adoption, managing user expectations, and ensuring consistent service delivery across time zones.

Key Responsibilities

L1 Salesforce Support Leadership (Critical)

  • Lead a global Salesforce L1 support team (onshore, nearshore, offshore).
  • Own end-user support experience for Salesforce applications across business functions.
  • Ensure consistent support coverage, handoffs, and follow-the-sun operations.
  • Drive first-contact resolution (FCR) and minimize escalations to L2/L3.

End-User Experience & Adoption

  • Act as the face of Salesforce support for business users.
  • Ensure clear communication, empathy, and timely resolution for end users.
  • Oversee user onboarding, access issues, data fixes, and usability queries.
  • Partner with business teams to improve adoption and reduce support friction.

Incident, Request & Queue Management

  • Own incident and service request queues and daily operational metrics.
  • Ensure SLA compliance for response and resolution times.
  • Lead major incident triage and coordinate with L2/L3 and platform teams.
  • Run daily/weekly support standups and operational reviews.

Global Team & Vendor Management

  • Manage internal teams and/or managed service providers delivering L1 support.
  • Define roles, shifts, coverage models, and escalation paths.
  • Coach team members on Salesforce fundamentals, business processes, and soft skills.
  • Ensure consistent quality across regions through SOPs and playbooks.

Process, Tools & Continuous Improvement

  • Establish and refine L1 support playbooks, runbooks, and knowledge articles.
  • Drive self-service and knowledge deflection (FAQs, guided flows, macros).
  • Leverage ticketing tools (ServiceNow, Jira, Salesforce Service Cloud).
  • Identify recurring user issues and partner with product and L2/L3 teams to eliminate root causes.

Governance & Escalation Management

  • Ensure proper ticket categorization, documentation, and handover to L2/L3.
  • Track trends and proactively raise risks impacting user productivity.
  • Provide clear executive-level reporting on user pain points and service health.

Required Experience & Skills

Must-Have

  • Proven experience leading Salesforce L1 / end-user support teams.
  • Experience managing globally distributed teams (onshore, nearshore, offshore).
  • Strong understanding of Salesforce user-facing functionality (Sales, Service, Experience).
  • Hands-on experience running high-volume support operations.
  • Strong people management, coaching, and performance management skills.
  • Excellent communication and stakeholder management abilities.

Good to Have

  • Exposure to ITIL-based support processes.
  • Experience working with managed services or AMS providers.
  • Familiarity with Salesforce Service Cloud for case management.
  • Salesforce Admin or Service Cloud certification.

Success Metrics

  • High end-user satisfaction (CSAT).
  • Strong first-contact resolution rates.
  • Consistent SLA adherence across regions.
  • Reduced escalations to L2/L3.
  • Improved Salesforce adoption and usability.

Ideal Candidate Profile (Plain English)

  • Has run Salesforce L1 support at scale, not just overseen it.
  • Comfortable managing people across time zones and cultures.
  • Balances empathy for end users with operational discipline.
  • Can translate user complaints into platform and process improvements.
  • Treats Salesforce support as a business-critical service, not a helpdesk.

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